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Creating a problem from an incident

If you fulfill the Problem Coordinator role, you can create a problem investigation from an incident request.

To create a problem investigation from an incident request

  1. Open the incident request record.
  2. Create the problem investigation.

    When using Best Practice view

    When using Classic view

    1. From the Quick Action area, click the arrow beside Create Related Request.

      If you are working on a hub server in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Problem Investigation form opens on the spoke server of the company you chose (where is will be saved, also).
    2. From the menu, select Problem Investigation.

    From the Navigation pane, select Create Other Requests> Create Problem.

    If you are working on a hub server in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Problem Investigation form opens on the spoke server of the company you chose (where is will be saved, also).


    The Problem form appears. The details are copied from the incident request to the Problem form and a relationship is created between the problem investigation and the incident request.

  3. Complete the Problem form as described in Recording additional investigation information and in Indicating impacted areas.
  4. Click Save.

Mapping values from the Incident form to the Problem form

The following table lists the fields that are copied from the incident request form to the problem form when you create a problem investigation directly from an incident request.

Note

The Product Categorization fields on the problem investigation record (Product Categorization Tier 1, Product Categorization Tier 2, Product Categorization Tier 3, Product Name, Model/Version and Manufacturer) generally inherit their values from the Resolution Product Categorization fields on the Incident form. However, if the resolution product categorization fields, and so on, are not set on the Incident form, the product categorization fields on the Problem form inherit their values from the Product Categorization fields on the Incident form. 

Mapping values from the Incident form to the Problem form

Incident form fields

Problem form fields

Categorization Tier 1

Categorization Tier 1

Categorization Tier 2

Categorization Tier 2

Categorization Tier 3

Categorization Tier 3

Company

Company

Contact Company

Contact Company

Department

Department

Description

Description

Detailed Description

Detailed Description

Impact

Impact

”Under Review”

Investigation Status

Manufacturer
or
Resolution Manufacturer  (see Note above)

Manufacturer

HPD_CI  ( this is the CI name)

PBM_CI

HPD_CI_ReconID (this is the CI Reconciliation ID)

PBM_CI_ReconID

Product Categorization Tier 1
or
Resolution Product Categorization Tier 1  (see Note, above)

Product Categorization Tier 1

Product Categorization Tier 2
or
Resolution Product Categorization Tier 2  (see Note, above)

Product Categorization Tier 2

Product Categorization Tier 3
or
Resolution Product Categorization Tier 3  (see Note, above)

Product Categorization Tier 3

Product Model/Version
or
Resolution Product Model/Version  (see Note, above)

Product Model/Version

Product Name
or
Resolution Product Name  (see Note, above)

Product Name

Region

Region

Service

ServiceCI

ServiceCI_ReconID (this is the Service Reconciliation ID)

ServiceCI_ReconID

Site

Site

Site Group

Site Group

Site ID

Site ID

Estimated Resolution Date

Target Resolution Date

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Krishna Pothula

    It is not clear which fields are copied from the Incident to Problem ticket when the copy action is performed.

    Apr 01, 2014 01:23
    1. Bruce Cane

      I'll see if I can get a comprehensive list for you.

      Apr 02, 2014 11:23
    1. Bruce Cane

      Hi Krishna, Please take a look at the new section on this page: Mapping values from the Incident form to the Problem form.

      Apr 03, 2014 12:24
  2. Krishna Pothula

    Thanks Bruce. (thumbs up)

    Apr 07, 2014 04:03
    1. Bruce Cane

      No worries Krishna, ... it makes a good addition to the information set. So thank you! (smile)

      Apr 07, 2014 08:53
  3. Ilona Toth

    When creating a Problem ticket from an Incident the relationship in the Relationship tab shows as "Created". The "Created" relationship type is not mentioned in the "Incident Relationship Type" section:

    https://docs.bmc.com/docs/display/public/itsm90/Incident+relationship+types

    When trying to change the type to "Investigated By" I'm getting an error that the "Created" type cannot be changed. Any specific reason behind it?

     

     

     

     

    Jan 25, 2017 09:11
    1. Mokshada Shivarekar

      Hi,

      Thank you for inquiring. I will discuss with the SME and get back to you.

      Regards,

      Mokshada

      Jan 30, 2017 12:31
  4. Deepak Mawandia

    Can we create problem ticket from incident ticket over web service so that the field values of incident get automatically copied into problem ticket?

    Mar 11, 2019 05:57
  5. David Carden

    Can a problem ticket be auto generated if multiple incident tickets are seen by a rule for the same issue ?

    Nov 21, 2022 10:42